Wednesday 15th Jul 2020
Four ways a modern-day broker’s skill-set should evolve in a ‘new normal’
As the business world gradually reopens and workers adjust to evolved routines and working schedules, there are new skills for employees to master, in order to establish a ‘business as usual’ impression and reassure customers of their capabilities.
In a post-COVID-19 world, there will be an increased focus on strengthening existing or even forging fresh relationships with clients while managing the business’s financial risks and preparing the workforce to boost productivity and growth.
There are several ways to maximise your own recovery following the global pandemic. Here are four of our top suggestions…
Kicking bad habits
It is safe to assume that across the global workforce, there have been a range of bad habits picked up during the lockdown.
In a bid to convey ‘business as usual’ and maintain the same high-quality service that customers have become accustomed to, many workers picked up the unhelpful habit of over-promising and over-delivering for clients.
Despite conveying a ‘can-do’ attitude and an obvious resilience, this approach doesn’t actually work in your favour as it tends to cost you more time and resources in the delivery.
Remember to set clear boundaries and remind clients of your availability. If you get the sense that they are beginning to expect too much of you, consider discussing realistic deliverables again. This may even be an opportunity to reassess the partnership!
The benefits of remote working
As lockdown restrictions ease, leaders of large and small organisation may be starting to rethink where exactly business should be done, perhaps even introducing a more flexible approach to remote working.
Flexible hours pose many advantages – introducing a culture of trust and independence to the workforce, a chance to reduce your carbon footprint with the decrease in travel, alongside the opportunity to make a real investment in innovation within the company.
As an agile and adaptable broker, you will already be well-equipped to conduct business whenever and wherever your customers need. However, while working from home, it will be vital to maintain the same levels of service, manage your own workload, and stay motivated during distracting times.
Communication is key
To build a successful brokerage, communication – with both colleagues and clients – is key. Customers will always respond best to a professional who is quick off the mark, reactive and knows their stuff.
With an increased focus on apps and online communication in recent months, many consumers are spending less time using traditional communication methods like emails and phone calls, in favour of slicker online platforms for managing enquiries swiftly and efficiently.
Financial technology, or fintech, is equally as beneficial for brokers as it is for clients, especially when information can be easily lost in a lengthy email chain.
An iron-clad record-keeping system is handy for a savvy finance leader to keep on top of their accounts. Manually updating records is not only time-consuming but runs the risk of information being lost. Tech platforms offer a safe, online platform to house data and manage conversations with clients, lenders, and third parties.
One size does not fit all
In a post-COVID-19 world, different organisations will vary in their strategy for recovery or growth. And, assuming the same process for each client will not guarantee the best results for them or you. Taking the time to get to know each individual client and their requirements and creating a personalised approach accordingly, will pay off in the end.
Giving the recipient a comprehensive view of the service available can, in turn, pave the way towards a smoother, stress-free experience – one they are likely to revisit.
Opening your mind to new opportunities and skills will allow you to conduct business efficiently and continue to offer a valuable service to your customers – developing the reputation of being a reliable and agile broker.
As the business world gains momentum, there will be an increased focus on dispelling cash flow worries and customers will be searching for a trusted and proactive voice to help. For a modern-day professional, this is your ‘time to shine’ – and provide valuable, commercially sound advice to ease invoicing issues and cash flow concerns for new and existing clients.